System Details

Work Smarter, Faster and More Strategically

Monitoring customer-agent performance is one of the most effective tools for grading agent performance, creating and improving call center strategies, and building training materials. But it needs to be done accurately.

Accuracy

On average, call centers waste 23% of their budget on inaccurate data. Call Criteria focuses on understanding and consolidating your data, managing duplicates, verifying data upon entry and utilizing data enhancement to ensure the accuracy of data.

Client Calibration

Does this sound familiar?

“I’d rather have my supervisor monitor my calls. She is not petty like our QA department”.

If you are getting such comments from agents, your call center is likely suffering from a lack of calibration among coaches, supervisors and quality analysts.

Our calibration process is designed to benefit your call center in the following ways:

  • Prevent the perception of inequity and favoritism in the contact center
  • It standardizes scoring across multiple teams
  • It determines the quality of agents performance
  • It reveals coaching improvement needs
  • It refines the quality assurance standards

Our Calibration Approach

Client Calibration

Client calibration is just one type of calibration method which requires both the client’s supervisor(s) and Call Criteria members to score a particular call. On Call Criteria’s end, a QA calibrator and Team Lead will review and score the call. Additionally, other users can also be added to this process as needed. At least one client supervisor will then score the same call which will be used as the baseline score. Once all relevant parties have finished reviewing/scoring the call, the results will appear side-by-side which allows for convenient score comparisons. Also, client calibration is a perfect opportunity for the client and the CC team to discuss any variations in scoring as well as clear up any misunderstandings/uncertainties that may arise.

Calibration

This calibration process provides an additional layer of quality which is done internally by Call Criteria members and is set at 10% – 20% of all calls reviewed. Call Criteria will determine the set percentage of calls to be calibrated daily based on scorecard complexity and other criteria. Once a record is scored by a QA, a CC calibrator then scores the record independently. This process is “blind, ” and the calibrator cannot see how the record was scored by the QA to ensure unbiased analysis. Once this process has been completed, the calibrator and Team Lead will discuss any errors in scoring made by the QA. This, in turn, is followed by an opportunity to coach the QA by the Team Lead when necessary.

Recalibration

The process of recalibration is mostly a way for us to calibrate our calibrators. As humans do our reviews, there will always be some level of inaccuracy. To combat this, Call Criteria has begun implementing recalibrations which are designed to eliminate as much human error as possible and to ensure our calibrators remain accurate when calibrating calls. A Team Lead performs recalibration by reviewing the calibrator’s scores on a daily basis for 10-20% of all the calls calibrated internally.

Notifications Systems

We believe feedback is the core of development. Hence, it has to be timely and accurate. Call Criteria empowers your contact center with a flexible notification system that sends alert whenever an agent deviates from the script or is scoring below the average.

Spot Check Process

Your call center makes thousands of outgoing calls each day, meaning spot-checking calls at random is no longer sufficient. And with the explosion of social media, failing to monitor all of your calls could lead to the magnification of a negative customer experience. Our internal spot check process consists of 4 distinct features based on algorithms which generate spot check assignment’s for Call Criteria’s Team Leads and Account Managers. This involves reviewing calls based on criteria such as QA call score, calibrated score, and calls which require additional reviews driven by question specific data.

Historical Algorithm

Spot risks and opportunities for growth in your call center by using our historical algorithm. Armed with state-of-the-art technology and skilled QA analysts, Call Criteria highlights the calls that need the most attention and guides you on which agents to need more help.

System Features

Our call center quality monitoring services are designed to improve agent retention, provide accurate reporting, prevent compliance breaches and optimize workforce.

Call Timestamping

A search on our system can determine the exact moment an agent deviated from the scripts, and how the agent handled the call after the infraction. Rather than listening to the whole call, you can get right to the point at which the breach happened with our integrated call timestamping.

Custom Scorecards

We help you measure the KPI’s that are important to your business using custom scorecards. We’ll work with your team to analyze challenges within the organization and convert them into a tailored scorecard.

Campaign Performance

Our Campaign Performance report is specially engineered to bring all of the critical metrics affecting the performance of your campaigns to your fingertips in an intuitive, easy-to-read, actionable report. With this data, you will be able to quickly assess which of your campaigns are successful and which may need further optimization

Agent Ranking

When you monitor agent performance, you can reward your best agents while supporting those that are underachieving at the moment.

Top Missed Points

Using accurate reports, you can monitor daily activities in your call center including the top missed points. Get to know whether compliance with your service level agreements or average resolution times is giving your agents the hardest time.

“Voice Analytics”

How are your agents performing on the phone? Are they saying the right words? We use powerful tools to highlight calls that need the most attention. We also dig deeper into your agent’s historical performance to determine which calls should be reviewed by our human quality analysts.

API Integration

69% of consumers say personalized customer care influences loyalty, so enabling agents to give a 1:1 service journey is vital. However, it is hard for agents to deliver if they are unable to access customer data quickly and efficiently. The Call Criteria API allows call centers to work more efficiently via deeper integration with existing systems like SalesForce at an affordable cost.

Targeted Coaching

Using accurate data from customer-agent interactions, your supervisors are able to carry out targeted coaching by preparing agents with the proper responses in areas that need improvement. In this sense, coaching is pro-active, not reactive.

Customizable Reporting

Call Criteria’s QA solution allows for a high degree of report customization, both in content and in appearance.

GIVE US A SHOUT